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Assessing service quality perceptions at Indian dry ports: stakeholder's perspective via AHP

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  • Kannan Kumar
  • Ram Singh

Abstract

This study evaluates service quality at Indian dry ports using the SERVQUAL framework and analytic hierarchy process (AHP). The analysis focuses on five dimensions - Responsiveness, Reliability, Assurance, Tangibles, and Empathy - revealing that Responsiveness (31.5%) and Reliability (29.9%) are most critical, while Tangibles (13.8%) and Empathy (5.7%) are less prioritised. Stakeholder preferences varied - port operators prioritised operational efficiency, port users valued timeliness and problem resolution, and policymakers emphasised safety and compliance. Preferences also shifted based on the type of goods handled, with high-value goods users prioritising responsiveness and low-value goods users focusing on reliability. The findings call for tailored strategies, including balancing investments in infrastructure, enhancing customer-centric services, and adopting digital solutions. By aligning service delivery with diverse stakeholder needs, Indian dry ports can boost competitiveness, drive export growth, and support India's broader economic goals. The study offers actionable suggestion to all stake holders for improving the service quality of Indian dry ports.

Suggested Citation

  • Kannan Kumar & Ram Singh, 2026. "Assessing service quality perceptions at Indian dry ports: stakeholder's perspective via AHP," International Journal of Logistics Economics and Globalisation, Inderscience Enterprises Ltd, vol. 11(3), pages 218-243.
    • Handle: RePEc:ids:injleg:v:11:y:2026:i:3:p:218-243
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